Refund Policy


1. Scope

This refund policy applies to the sale of heat pumps by VELORA's Branch whether or not installation services and government grants or state aid are included.

2. Right of Withdrawal (Distance or Off-Premises Sales)

In accordance with applicable consumer protection laws, the customer has a 14-calendar-day withdrawal period from the date of contract signature or delivery of the equipment to exercise their right of withdrawal, provided that installation has not started.

👉 Important:

  • If installation has begun at the customer’s express request before the end of the withdrawal period, the customer remains liable for the proportional costs of services already performed.

  • Once the heat pump has been installed and commissioned, the right of withdrawal can no longer be exercised.

3. Conditions for Returning Equipment (Before Installation)

A refund is possible only if the heat pump:

  • has not been installed,

  • has not been modified or altered,

  • is returned complete and in perfect condition,

  • in its original packaging,

  • together with the proof of purchase.

Any damaged or incomplete equipment may result in a partial refund or refusal of refund.

4. Government Grants and State Aid ,Energy Efficiency Incentives)

When the purchase and/or installation of a heat pump is eligible for government grants, subsidies, or energy efficiency incentives (including but not limited to ’, Energy Saving Certificates – CEE, or similar programs):

  • Eligibility for government aid depends on criteria defined by public authorities and cannot be guaranteed by VELORA's Branch.

  • If the customer exercises the right of withdrawal or cancels the contract after administrative procedures related to government aid have been initiated, any fees for file preparation, technical assessments, site visits, or administrative processing shall remain payable by the customer and may be deducted from the refund.

  • If government aid has already been approved, paid, or advanced, and the contract is canceled at the customer’s request, the customer may be required to reimburse the aid amount to the relevant authority.

  • No refund shall be issued if cancellation results in the loss of eligibility for government aid after installation has started or been completed.

Government aid does not constitute a contractual obligation of VELORA's Branch and cannot justify a refund outside the conditions defined in this refund policy.

5. Non-Refundable Products and Services

The following are not eligible for a refund:

  • heat pumps that have been installed or commissioned,

  • custom-made or special-order equipment,

  • services already performed, including thermal studies, technical site visits, preparatory work, partial or full installation,

  • administrative procedures already initiated for government aid or incentives.

6. Return and Dismantling Costs

  • Return shipping costs are borne by the customer.

  • If dismantling is requested by the customer, all removal, labor, and site restoration costs shall be fully borne by the customer.

7. Defective or Non-Compliant Products

In the event of defective or non-compliant equipment:

  • the customer must notify [VELORA's Branch] within 48 hours of delivery,

  • a repair, replacement, or refund will be offered following diagnosis,

  • return costs will be covered by the company.

8. Refund Process

If all applicable conditions are met, the refund will be processed:

  • using the original method of payment,

  • within a maximum period of 14 days after receipt and inspection of the returned equipment.

9. Contact

For any questions regarding withdrawals, refunds, or government aid:
📧 [email@company.com]
đź“ž+1 754 296 6157
đź“Ť VELORA's headquarters branch manufacturing business is located in Atlanta, Georgia, USA. The precise address is 1100 Abernathy Rd., N.E. Suite 1700, Atlanta, Georgia 30328.